Customer Support Manager — Lead, Coach & Elevate CX

Shorr Packaging Corporation; College Park (GA); On-site; USD 85,000 - 110,000; Full time

Job summary

Shorr Packaging Corporation is seeking a Customer Support Manager to hire, coach, and lead a diverse team in a fast-paced environment. This role acts as a mentor to help individuals grow, while maintaining performance standards and SOP adherence, aligning with Shorr's values.

As the department leader, you will be the internal coach and external point of contact for stakeholders and customers, driving strategies to enhance customer experience and creating a team of engaged customer advocates

Qualifications

• Bachelor's degree or equivalent required.
• 5+ years leading or managing a customer support team.
• Experience in fast-paced, high-intensity environment.
• Familiarity with CRM systems such as Salesforce and HubSpot.

Responsibilities

• Lead hiring and onboarding of new team members.
• Coach for peak performance and provide feedback; develop corrective action plans.
• Monitor KPI dashboards and drive process improvements.
• Support escalated customer issues to ensure prompt resolution and SLA adherence.

Skills

Leadership

Coaching

Communication

Data analysis

Problem solving

Multitasking

Education

Bachelor's degree or equivalent

Tools

Salesforce

HubSpot

Microsoft Excel

PowerPoint

Outlook

TEAMS

Job description

Shorr Packaging Corporation is seeking a Customer Support Manager to hire, coach, and lead a diverse team in a fast-paced environment. This role acts as a mentor to help individuals grow, while maintaining performance standards and SOP adherence, aligning with Shorr's values.

As the department leader, you will be the internal coach and external point of contact for stakeholders and customers, driving strategies to enhance customer experience and creating a team of engaged customer advocates